...Logistics is essential in both manufacturing and service sectors. The service sectors includes government, hospitals, banks retailers etc. logistics basically takes care of time and place utilities. Basically, it helps companies gain competitive advantage. Supply chain management is the process to examine everything from needs identification through the actual use and disposal of purchased materials and services while maximizing the value of ‘Rupees’ spent. SCM is the management of all key business processes across members of supply chain. The primary objective of any supply chain is “CYCLE TIME REDUCTION”. The main objective of this assignment is to provide a platform of understanding the supply chain and the business strategies to interact with various agencies those who are involve in distribution and Supply Chain Management. The topic for the assignment : “Comparative study of Distribution & Supply Chain Management in manufacturing as well as service sectors” Expectations from the students (for evaluation) Your assignments are to be in the following format: 1. Give sufficient information in details about this topic . 2. What are the main objectives of your study? 3. What are the current scenario prevailing in connection to your topic? 4. What all information you have collected related to your topic? 5. What is the analysis of your study? 6. Finally what is the outcome after analysis? 7. By this study what is your contribution to improve the...
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...SMS Model, a Service Management System The SMS model is invented by Richard Norman and it illustrates a Service Management System consisting of five elements closely connected together. None of the elements can be viewed uniquely. You may even consider the arrows as glue. However, for the sole purpose of explaining each of the elements they are separated below. Service Management System by Richard Norman (1972) John Wiley & Sons, edition 1 page 58 The Market Segment: Consists of both existing customers and potential customers. The Service Concept: Are the benefits (service package) offered to the client as well as the efforts of how benefits are designed, marketed, delivered and perceived both by the client, by the employee and by others. The Image: The information tool whereby management can influence staff, clients and other stakeholders. The Culture and Philosophy: Are the overall principles of how the social process leading to the delivery of the service benefits are controlled, maintained and developed long term. The Delivery System: Is a triad consisting of personnel, client and the technical and physical support. * Personnel: As a service is co-produced together with the client, the personnel’s appearance, education, training and attitude matter greatly to the quality of the entire service. * Client: Equally as the client contributes to the service they are receiving their role is vital to the quality of the outcome. *...
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...Modification and Justification of SLA Finman Acount Management, LLC, Datanal, Inc., and Minertek, Inc. Recommendations Background and Rationale The physical protection of Finman’s data will need to be protected by proper configuration and setup of data network infrastructure. Both thirds parties will need to ensure ACL systems are set and configured to ensure access and data flow is running properly. There is to be granted access to only privilege user’s assigned and agreed upon. Authentication and authorization is to be set in place to ensure protection with Finman’s data resources along with network resources. Authentication and authorization can be applied by enforcing Group Polices. Each third party will need to have proper verification set in place otherwise known as Third Party Verification (TPV). TPV will provide both parties to meet industry standards such as Federal Communication Commission and Federal Trade Commission. Backup solutions for data storage will need to be set in place to ensure integrity of Finman’s data and meets industry standards. Statement of Intent Auditing, encryption and threat management will need to be set in place to ensure no misuse of Finman’s resources are allowed. IT Security Management guidelines will need to be followed to ensure customers are educated and no misuse or abuse to Finman’s IT services or resources are allowed. Finman’s Intellectual property such as patents, copyrights, and trademarks are to be protected by identifying...
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...benchmarks 15. Compliance with internal policies • Number of incidents related to non-compliance to policy • Percent of stakeholders who understand policies • Percent of policies supported by effective standards and working practices P121 P23 of itil 3 vs cobit 4.1 COBIT 5 COBIT 5 provides a comprehensive framework that assists enterprises to achieve their goals and deliver value through effective governance and management of enterprise IT. •COBIT 5 helps enterprises to create optimal value from IT by maintaining a balance between realising benefits and optimising risk levels and resource use. 5 Principles to build an effective framework to practise governance: Meeting stakeholder needs Covering the Enterprise End to end Applying a single integrated framework Enabling a holistic approach Separating governance from Management 7 Enablers to optimise information and technology investments and minimize IT risks Principles, Policies and framework Processes Organisation structure Culture, ethics and behaviour Information Services, infrastructure and applications People, skills and competencies ITIL ITIL provides a consistent, and coherent framework of best practices for ITSM and related processes, which promotes a quality approach for...
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...able to access the EHR system. HIPAA has included provision in the Security Rule that allows for remote access, but with certain limitations. I have included provision that restricts remote access based on Job Role and Job Necessity(ISO 27002:2005, 7.1.1), and restricted to assets that are owned by the hospital which have enhanced security (ISO 27002:2005, 7.1.1) (NIST, 164.312(a)(1))(ISO 27002:2005, 11.4.2). The Application Deployment policy aims to close security loop holes that appear to have been open for months before the EHR system was even deployed. There were no check on accounts when importing, and no alerts when permissions were escalated. Some of the key standards that I see as aiding in creating this policy is better change management (ISO 27002:2005, 10.1.2) (NIST, 164.308(a)(5)(ii)), operating system auditing after patching (ISO 27002:2005, 12.5.2), a better separation of development systems (ISO 27002:2005, 10.1.4)(ISO 27002:2005, 11.4.5)(ISO 27002:2005, 12.4.2), and better security on the production system (NIST, 164.312(a)(1))(NIST, 164.308(a)(5)(ii)(D)). The Routine Maintenance policy aims to take care of the...
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...Service Strategy Meghna B. Patel Illinois Institute of Technology, Chicago Service Strategy ITIL (Information Technology Infrastructure Library) framework is considered as a set of best practices for IT Service Management (ITSM). This framework is widely used by many IT service providers to deliver quality IT services that adds value to customer and aims at attaining the business objectives. It consists of different processes and functions which are divided among five stages of service life cycle. Service Strategy is the first stage in this life cycle. “ITIL Service Strategy provides guidance on how to view service management not only as an organizational capability but as a strategic asset” (Cannon, 2011). It helps in designing, development and implementation of IT services that aligns with the business strategy and thus allowing service providers to think and act in a strategic manner. Service Strategy Principles Utility and Warranty Value of service consists of two components: Utility (fitness for purpose) and Warranty (fitness for use). According to Cannon (2011), Utility is the functionality offered by a product or service to meet a particular need. It refers to those characteristics of a service that contribute to tasks associated with achieving business outcomes. It is used to improve performance of these tasks and/or to remove constraints that prevent the task from being carried out sufficiently. Warranty is an assurance that a product or service will meet its agreed...
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...which compensation management can be used as a tool for improving organizational performance in a typical public sector organization like the Anambra State of Nigeria Civil Service. Guided by the Vroom’s expectancy theory of motivation, this study seeks to ascertain if financial compensations have a significant relationship with employee performance in the public service using Anambra State Civil Service as a reference. It also aimed at finding out if efforts of the employees are commensurate with financial compensations and ascertain the extent to which reform programmes of the State Government have affected compensation policies and practices. In pursuance of the objectives of the study, the descriptive survey design was adopted. Pearson’s Product Moment Correlation was used for data analysis and Z-test was also used to test the significance of the coefficient of correlation at 5% level of significance. It was found that financial compensation for staff members in the public service do not have a significant effect on their performance and that financial compensation received are not commensurate with staff efforts. The study further found that reform programmes of the Government do not have a significant effect on the financial compensation policies and practices in the public sector due to poor compensation management. Based on these findings, it isrecommended that for any public service organization such as the Anambra State of Nigeria Civil Service Commission to improve...
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...CONCLUSION AND RECOMMENDATION The beauty-care service industry is now booming. As a business, as well as an opportunity, this sector already started to contribute in the economic growth. Along with the increase of disposable income, the expenditure of the customers in this sector significantly increases. Today beauty care service is not just a luxury, it is a necessity. Along with this growing significance, the issues of service quality and customer satisfaction have also become burning questions. The findings of the study indicated that, when choosing a specific parlor, the customer gave importance to the service provider’s behavior and knowledge, the environment of the parlor, counseling facilities and information-dissemination system, and affordability. This article also reveals that custom-ers of the high-end parlors were highly satisfied with the environment, the executive’s behavior, the complaint-handling system and trustworthiness. The use of materials, service provider’s behavior, executive’s knowledge level, safety and hygiene issues were also satisfactory. Though the customers were to some extent accepting of such factors as service accuracy, understanding customers’ need, prompt service and accessibility, there was still room for improvement. The findings of the study indicated that the common service-quality variables that were creating customer satisfac-tion could be categorized into four broad groups; these are Support & Facility Factor, Employee...
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...Characteristics of Service Quality to Delight Customers A customer of The Container Store completed her purchase and headed for her car, children in tow. She placed her package on the ground as she put the children in the car and then drove off forgetting the package. Realizing her mistake just a few minutes late, she returned to the parking lot, but the package was gone. She re-entered the store hoping that someone had turned in her package, but no one had. Salesperson James Castleberry remembered the customer and asked her what she had bought. He then proceeded to gather up the products, handed them to the customer without charge, and said “Your day will get better”. And it did, starting that moment. Special Expeditions market offer is wondrous nature in its most authentic and - weather permitting – most glorious state. It provides total experience rather than only entertainment. Travellers interact with nature so closely that their experience often changes their lives. Special Expeditions ship The Sea Lion, was suffering a problem with the steering controls. The Engineers worked through the night but the ship would be late getting to Vancouver to pick up the passengers. The company owner, Mr. Sven-Olof Lindblad, called an old friend, the renowned wildlife artist Robert Bateman, who has a home overlooking the water at Fulford Harbour. Passengers were ferried from Vancouver to Fulford Harbour, fed dinner, and entertained at the Mr. Bateman home. The Sea Lion ...
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...MANAGING SERVICES PROCESSES Flowcharting Customer Service Processes Processes describe the method and sequence in which service operating systems work and specify how they link together to create the value proposition promised to customers. In high-contact services, customers are an integral part of the operation, and the process becomes their experience. Badly designed processes are likely to annoy customers because they often result in slow, frustrating, and poor-quality service delivery. The poor processes can make it difficult for frontline employees to do their jobs as well. From that situation it can give effect to get low productivity, and increase the risk of services failure. Every services company may have their own flowchart to serve their customers. Flowcharting can be define as a technique for displaying the nature and sequence of the different steps involved in delivering service to customers, offers an easy way to understand the totality of the customer’s service experience. In this project paper our groups choose two companies that offer security service to customer which are Securiforce and Safeguard. These two companies have a same core service that offer security service to their customer or organization. Securiforce today provides a comprehensive and integrated range of services to meet the needs of a broad spectrum of establishments both in the private and public sectors such as protection services, cash in transit services, cash management service, electronic...
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...where as pure services are intangible dominant. Businesses which contain both good and service contain, fall in the middle of the continuum. Another way of looking at the difference between goods and services is provided by the scale of marketing entities. Tangible dominant Product that possess a physical properties that can be felt, tasted, and seen prior to the consumer’s purchase decision. Intangible dominant Products that lacks the physical properties that can be sensed by consumers prior to the purchase decision. The scale of marketing entities presented in figure 1.1 displays a range of products based on their tangibility. Rice (Example: BD rice) has the highest tangible aspect as we can feel, taste and can seen prior to the buying therefore we have selected it as the most tangible good in the scale of marketing entities model. Accordingly based on the tangibility aspect we have selected mineral water (Mum), shampoo (Meril), and computer (Apple), jewelry (Venus) as an example of tangible product or Manufactured good. We have put hotels (Radison) in the middle of the model as it includes both tangible and intangible aspect which has to give equal importance. Services are intangible dominant and can not be sense, felt or taste before the purchase. We have selected the service of doctors as the highest intangible product as consumers only can exercise the service of doctors. Service of doctors is being produced when the service is needed. The service of the doctors...
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...Minerals Management Service-Corporate Code of Conduct History The Bureau of Ocean Energy Management, Regulation and Enforcement formally known as the Minerals Management Service (MMS), is an agency within the United States Department of the Interior (DOI) that is headquartered in Washington, DC and is responsible for managing the ocean energy and mineral resources on the Outer Continental Shelf. The MMS oversees two operations, namely Offshore Energy and Minerals Management (OEMM) and Minerals Revenue Management (MRM). In 1982, Congress passed the Federal Oil and Gas Royalty Management Act. In response to the creation of the new legislation, then Secretary of the Interior James Watt created the MMS as the federal bureau responsible for managing the collection of revenue generated from programs including: oil and gas, coal, metals, potash, and renewable energy resources, as well as oversight of energy companies to ensure they are following the regulations of protecting the safety of their workers, as well as the environment. The MMS collects approximately $13 billion annually making it one of largest revenue sources for the Federal Government. The jurisdiction of MMS is limited generally to a region of the Outer Continental Shelf (OCS) that starts three miles from the coast and extends up to 200 nautical miles from the cost. There are two laws that establish this range: the United Nations Convention on the Law of the Sea (UNCLOS) Treaty and the Outer Continental...
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...International Journal of Commerce and Management Emerald Article: Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction Amjad A. Abu-ELSamen, Mamoun N. Akroush, Fayez M. Al-Khawaldeh, Motteh S. Al-Shibly Article information: To cite this document: Amjad A. Abu-ELSamen, Mamoun N. Akroush, Fayez M. Al-Khawaldeh, Motteh S. Al-Shibly, (2011),"Towards an integrated model of customer service skills and customer loyalty: The mediating role of customer satisfaction", International Journal of Commerce and Management, Vol. 21 Iss: 4 pp. 349 - 380 Permanent link to this document: http://dx.doi.org/10.1108/10569211111189365 Downloaded on: 31-03-2012 References: This document contains references to 129 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 404 times. Access to this document was granted through an Emerald subscription provided by GERMAN JORDANIAN UNIVERSITY For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Additional help for authors is available for Emerald subscribers. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com With over forty years' experience, Emerald Group Publishing is a leading independent publisher...
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...htm Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in Jordan Anber Abraheem Shlash Mohammad Assistant Professor, Marketing Department Petra University, Jordan, B.O.Box: 961343, Amman 11196-Jordan E-mail: mohammad197119@yahoo.com Shireen Yaseen Mohammad Alhamadani Assistant Professor, Finance and Banking Department Petra University, Jordan Abstract The aim of this research was to examine the level of service quality as perceived by customers of commercial bank working in Jordan and it's effect customer satisfaction, Service quality measure is based on modified version of SERVQUAL as proposed by Parasuraman et al. (1988), which involve five dimensions of Service quality, namely Reliability, Responsiveness, Empathy, Assurance, and Tangibles. Customer satisfaction was measured by a nine item adapted from Walfried et al. (2000), 260 questionnaires were distributed randomly to customers of commercial banks branches located (thirteen commercial banks in Jordan ) in IRBID (Acity of Jordan ). Multiple regression analysis was employed to test the impact of service quality on customer satisfaction. The results of this study indicated that service quality is an important antecedent of customer satisfaction. It is apparent from the present study that managers and decision makers in Jordanian commercial banks to seek and improve the elements of service quality that make the most significant contributions on customer satisfaction Keywords: Service quality...
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...Patrick Xavier BEc (Hons), M.A., M.Ec, PhD is Director of Info-Comm Strategies and Adjunct Professor of Economics, Curtin Business School, Curtin University of Technology, Australia. Dr Xavier has published widely and has had extensive experience as a consultant to national and international agencies on regulatory reform in the (tele)communications sector, including the OECD, ITU, World Bank and APEC. He was part of the OECD’s regulatory reform team that visited a range of countries to advise on regulatory reform in major industrialised and emergent economies. He has undertaken work in Hong Kong and in a range of developing countries, including Lao PDR, Romania, Armenia, Vietnam, Pakistan, Pacific Islands, Thailand, Bhutan and China. He can be contacted at: poxavier@gmail.com Disclaimer. The views in this report are those of the author and do not necessarily reflect the views of the ACMA. © BEHAVIOURAL ECONOMICS AND CUSTOMER COMPLAINTS IN COMMUNICATION MARKETS Executive summary 4 1. INTRODUCTION 10 1.1 Purpose of this report 10 1.2 Customer complaints in the telecommunications sector 11 1.3 Structure of report 16 2. INSIGHTS FROM BEHAVIOURAL ECONOMICS 17 2.1 Behavioural economics and behavioural ‘bias’ 17 2.2 Some criticisms of behavioural economics 23 2.3 Policy and regulatory implications of behavioural economics 24 3. DEMAND SIDE FOCUS 28 3.1 Information and consumer empowerment...
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